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Complaints procedure

Endo en Zo Academy treats every complaint confidentially, confirms receipt within 5 working days and decides within four weeks. If you disagree with the decision, the independent third party named in section 5 rules on it, and that ruling binds the Academy.

Version 1.0, 10 November 2026

1. Who can complain, and about what

Anyone who takes part in, enrols for or asks about a course of Endo en Zo Academy B.V. can complain, including an employer that pays for a participant. A complaint can be about anything the Academy does: course information, enrolment, teaching, a teacher, materials or organisation.

2. Who handles complaints

  • Complaints officer: Olavo Viegas, director.
  • If the complaint is about the complaints officer: Roberto Cristescu, director.

The person a complaint is about never decides on it.

3. How to submit a complaint

Send your complaint by email to academy@endoenzo.nl with “Complaint” in the subject line, or by post to Endo en Zo Academy B.V., Comeniusstraat 495, 1065 BX Amsterdam. Please include:

  • your name and contact details;
  • the course and the date it concerns;
  • what happened, and what you would like as a solution.

Submit your complaint as soon as possible, and no later than two months after the event.

4. How we handle it

  1. We confirm receipt within 5 working days and tell you who is handling your complaint.
  2. We treat your complaint and your details confidentially. Only the people needed to resolve it see them.
  3. We hear you, and anyone else involved.
  4. We give our decision in writing within four weeks of receiving the complaint.
  5. If we need more time, we tell you before the four weeks are up, with the reason and the date you can expect our decision, at most four weeks later.

5. Appeal to an independent third party

If you are not satisfied with our decision, you can submit your complaint within four weeks to:

[Name of the independent third party] [Address, email, website]

The third party is independent of the Academy. Its ruling binds the Academy, and we carry out what it decides within four weeks. The Academy pays the cost of the appeal. Taking a complaint to the third party does not affect your right to go to court.

6. Records

We record every complaint and how it was handled in a complaints register, and keep each record for two years after the complaint is closed.

7. Where this procedure is published

This procedure is published on our website, is part of our terms and conditions, and is sent with every enrolment confirmation.